Step 1 was to say, please, please, please, read the terms carefully - we don't know what is "normal" for you and how that compares to what people in UK expect, so read them and ensure you are happy with the terms... I think that is fair.
But he went on our order system and saw we quoted VDSL at 64Mb/s. The fact I had to explain "Mb/s" is same as "Mbps" is a concern.
What was interesting is we quoted the 64Mb/s and he asked how that compared to Plusnet's "up to 76Mb/s".
This is the crux of the matter. The "up to 76Mb/s" is a general UK wide "up to" for VDSL, I assume. We quoted 64Mb/s for a specific address.
The point I had to make was that for VDSL, the speed will be the same for anyone using the same copper pair and the same modem in the cabinet. The forecasts and estimates are just that and ALL WILL BE THE SAME regardless of the ISP.
Now, we know the backhaul and ISP network matter. AFAIK Plusnet are no that bad. But for forecasts on the last mile VDSL sync speed it does not matter who he goes to.
So finally, having explained that, he asked why buy from us?!
19:44 <RevK> We are better in many other ways, best to ask customers on #A&A forunbiased opinion.
19:44 <RevK> We usually have better backhaul - you have looked at VDSL sync speed
19:44 <RevK> We have better technology (working IPv6)
19:44 <RevK> We have better politics (I sat in parliament talking to a committee to
help protect the freedoms of our customers)